Understanding Users to Develop Better Library Services Nancy Fried Foster, Lead Anthropologist Susan Gibbons, Associate Dean River Campus Libraries University.

Understanding Users to Develop Better Library Services

Nancy Fried Foster, Lead AnthropologistSusan Gibbons, Associate Dean

River Campus LibrariesUniversity of Rochester

ACRL/NE ConferenceApril 21, 2006

University of Rochester

River Campus LibrariesObjectives

Techniques to engage all divisions of library staff in better understanding our patrons

New competencies for staff

Better alignment of library services with patron needs

University of Rochester

River Campus LibrariesObjectives

Methodologies

3 ProjectsCoURses SystemInstitutional RepositoriesUndergraduate Research Project

University of Rochester

River Campus LibrariesMethodologies

Ethnographic Anthropological methods Easier to change technology than people

1. We know what they need2. What do they need?3. What do they need to do?

Participatory Real user participation throughout the

design process Don’t guess, just ask

University of Rochester

River Campus LibrariesMethodologies

Ethnographic Anthropological methods Easier to change technology than people

1. We know what they need2. What do they need?3. What do they need to do?

Participatory Real user participation throughout the design

process Don’t guess, just ask

University of Rochester

River Campus LibrariesMethodologies

Ethnographic Anthropological methods Easier to change technology than people

1. We know what they need2. What do they need?3. What do they need to do?

Participatory Real user participation throughout the

design process Don’t guess, just ask

University of Rochester

River Campus LibrariesMethodologies

Examples Observations

Real work settings People using tools May use video to aid reviewing and analysis

Design workshops Bringing many people to the table Brainstorming about how real people could use

new designs to enhance their work Generate ideas that can then be prototyped

University of Rochester

River Campus LibrariesCoURses System

ProblemImprove access to reserve materials

Use language of classroom via syllabusSubject guides not effectiveUnaware of subject specialists

University of Rochester

River Campus LibrariesPhase I

Earliest Project

Committee: bibliographers only Specifications High consensus

IT staff not initially involved Design trade offs

University of Rochester

River Campus LibrariesPhase II

Time for a redesign Known design problems Desire for new features

Committee: bibliographers reserves staff support staff graphic designer programmer

University of Rochester

River Campus LibrariesPhase II

Ethnography Observed reserve staff and bibliographers Conducted by librarians & library staff

Participatory Interviewed faculty and students usability tested with students

Lesson: User needs & good design dove-tail nicely

University of Rochester

River Campus LibrariesInstitutional Repositories

Faculty not using it as expected

Try to understand why Study faculty use of digital tools Research authoring process

Easier to change technology than people

University of Rochester

River Campus LibrariesInstitutional Repositories

Committee librarians catalogers programmers computer scientist graphic designer anthropologist

University of Rochester

River Campus LibrariesInstitutional Repositories

Ethnography: In situ interviews Thorough analysis of

transcripts Co-viewing

Participatory Design

University of Rochester

River Campus LibrariesUndergraduate Research Project

Improve… Reference outreach Web presence Facilities

University of Rochester

River Campus LibrariesUndergraduate Research Project

Ask… What do undergraduates really do when

they write their research papers?

University of Rochester

River Campus LibrariesUndergraduate Research Project

Student-used systems and facilities

Ethnographic research with user-centered design methodology

Team: librarians and library staff

Research done in student locations

University of Rochester

River Campus Libraries

Traditional approach

Limited user inputMostly after prototyping

Participatory approachUser engaged from the beginning“Discover” user needsRefine with user input

University of Rochester

River Campus Libraries

University of Rochester

River Campus LibrariesUndergraduate Research Project

Current steps Piloting “night owl” hours in Reference Facilitating student and staff participation

in renovation of a learning center in the library

Conceptualizing a new digital initiative

University of Rochester

River Campus LibrariesImplications

High staff participation & engagement 34 of 117 staff member (30%)

Subject librarian Web DeveloperDepartment Head Library AssistantArt Director Stack AttendantAnthropologist CatalogerAssistant/Associate Deans

Understand reasons for changes

University of Rochester

River Campus LibrariesImplications

Campus LeadersPositive impact on teaching, learning & research bibliographic instruction one-on-one research assistance requests participation in campus-wide projects faculty participation in institutional

repository

University of Rochester

River Campus Libraries

Susan Gibbons

[email protected]

Nancy Foster

[email protected]